How companies can thrive in a hybrid world of physical and digital media

The world of document management has changed dramatically in the past twenty years, and will do so in the coming years as physical documents increasingly make way for digital media and hybrid document types, while the epoch of structured information gives way to an exponential growth of unstructured information. Swiss Post Solutions (SPS), a leading outsourcing provider for business process solutions and innovative services in document management, is at the forefront of digital transformation for document and information processing, and now published a new whitepaper outlining how companies can thrive in a hybrid world of both physical and digital media, whilst preparing themselves for the future.

Presently, 70% of document management is physical, and although digital forms are increasing, we will still be living in a hybrid world of physical and digital documents for a number of years. Today a document is essentially any form of media that represents information, and therefore in most cases is by nature unstructured. As a result, companies need increasingly sophisticated technologies to efficiently process unstructured information and turn it into structured, usable information. So companies have to be able to handle both types of media seamlessly in the same systems, while also integrating emerging channels and technologies. This means they have to start building the right business processes now if they are to seize the possibilities of emerging technologies while still coping with their current landscape.

« The solution is for companies to decouple their business processes from specific channels, on both the input and the output-side: They need to transform them and link them to the overall business outcomes », explains Lukas Hebeisen, Head of Solution Development & Digital Transformation at SPS. « To achieve this a company has to efficiently turn unstructured data from the input side into structured data. Then they need to leverage the right mix of automation and human workforce to process the data, and at the same time they must be able to bridge the gap between the back-end systems, which are often built on legacy architecture, and the front-end systems, based on newer technology. »

Service models with a clear industry focus: SPS' Business Process Factory

Succeeding with next-generation document management requires a holistic approach. SPS combines on-shore and off-shore labor intelligent automation, artificial intelligence (AI), process excellence, innovative technology and a hybrid output to create a reliable, scalable model that is cost-effective and high performing: a global Business Process Factory. Benefits of a Business Process Factory are among others greater cost-efficiency, higher customer satisfaction, faster time to market or scalability. As each industry has different requirements, a one-size fits all factory is not an option, so SPS builds these service-models with a clear industry focus.

With technology advancing at a rapid rate, companies are left with a major dilemma. They need an infrastructure that can cope with the demands of today but is also flexible enough to cope with whatever the future brings. To succeed in the long term, companies need to build systems that are ready to integrate new technologies and ways of working. As an experienced business process provider, SPS is able to de-risk the technology selection for its clients. If you are interested in learning more, please download the new SPS whitepaper “Digital transformation is changing the nature of documents”.

About Swiss Post Solutions

We connect the physical and digital worlds

Swiss Post Solutions (SPS) is a leading outsourcing provider for business processes solutions and innovative services in document management. A strong international client base relies on SPS’ ability to envision, design and build end-to-end solutions and to be its trusted advisor for the key value drivers in BPO: location strategy, process optimization and technology, such as intelligent automation. Part of the Swiss Post Group headquartered in Bern, Switzerland, SPS’ 7000 employees and specialized partners span the full range of the industry with focus on banking, insurance, telecommunications and healthcare, addressing customer needs in more than 20 countries.